106: The Soft Skills of Outstanding Service Culture

I'm excited to bring this episode of Soft Skills for Leaders to you today. 

My guest is Ron Kaufman, a global leader in the service industry and the author of "Uplifting Service". Ron is one of the world's foremost authorities on customer service, and building strong service cultures.

His expertise has been honed through years of working with various organisations, from facilitating international events to advising governments on improving their service culture. 

Ron's insights are not to be missed, as he shares his wealth of knowledge on service excellence and leadership skills. It's a pleasure to have him here on Soft Skills for Leaders.

In this episode, Ron shares his insights on leadership, service excellence, and the power of caring for the future well-being of individuals and the environment.

From managing expectations and cultivating trust to the evolution of his brand moniker, "serve, care, love," Ron explores the emotional depth of empathetic care and the importance of creating value for both external and internal customers.

Join us as we delve into the essential soft skills leaders need, and discover how leaders can create oasis moments for their teams amidst overwhelming situations. 

Timestamps

00:00 How Ron got started in this journey.
03:11 Promoting Ultimate Frisbee globally and learning about the different customers.
07:06 Creating value through service, internally and externally.
12:41 Apple store and Genius Bar create an experience.
14:54 Apple store purchase experience feels like the first time.
18:39 Create exceptional first-day experience for employees.
21:55 "Valuing creativity, innovation, and personal connections."
25:02 Service creates value by contributing to well-being.
28:29 Employee trust matters more than transparency.
30:03 Trust in competence, capacity, and care.
33:18 Recognise others' emotional needs, and be compassionate.
37:03 Create oasis moments to shift moods effectively.

 

Why Listen?

Ron Kaufman provides valuable insights and ways of enhancing service excellence, building trust, and creating a positive work culture.

By tuning in, leaders can gain an understanding of the importance of caring for the well-being of individuals and the environment, and learn practical soft skills for creating value and fostering strong relationships within their teams and with customers. You will gain actionable strategies to improve customer experiences, motivate your teams, and ultimately elevate your organisation's service culture.

Talking Points

🌐 Building Trust and Relationships: The significance of care and empathy in building trust, citing competence, capacity, and care as crucial factors. It's all about creating authentic partnerships and valuing the emotional character of every individual.

📈 Creating Value Beyond Expectations: The importance of going beyond standard service agreements and KPIs to create value for both external and internal customers. The examples shared demonstrate how small, thoughtful gestures can make a significant impact on employee well-being and the overall customer experience.

🎈 Uplifting Service and Emotional Connection: Ron Kaufman's concept of "uplifting service" emphasises taking actions to ensure the future well-being of others, encompassing financial, physical, emotional, and relational care. The discussion delves into creating oasis moments for teams and the emotional aspects of caring for others.

The top three takeaways from this episode are:

1. The importance of caring for the future well-being of individuals and the environment, and how this mindset should be integrated into leadership and business practices.
2. The concept of transparency i